Help with Priorities

[cavagnaro]

Hey guys,
Having a customer email routing requirement....
Lets see

I have two AG
AG1{A1, A2, A3, A4}
AG2{A1, A2}

where AGx is an agent group and Ax is an agent

A1 and A2 belong to both AG

AG1 normally has a lot of emails on a queue
AG2 not so much but have a much more valuable priority for business ($$$$)

Idea is that while AG2 has no emails on its queue (Different interaction queues) A1 and A2 should be busy with emails on IQ for AG1. But once an email is on IQ for AG2, should go a priority over the others emails.

Tried priority and SetVQPriority functions (even VQ should be actually different for Statistical purposes) and didn't work.

Can someone enlighten me about an idea on how to achieve this??? Maybe I am losing the simple solution by over complicating it on my head...

Thanks in advance

[terry]

Wouldn't function Priority work?
SetVQPriority is not suitable much here and probably should be called ChangeVQPriority - it only work if call is ALREADY in queue and it changes call priority in this queue). If call is not yet placed in queue it has no effect.

[cavagnaro]

Tried with Priority but didn't work
Always seems that each interaction is individual on that situation
I saw a post that Rene provided samples even but that scenario was with a single AG

[terry]

Interesting. If it is something like
call1: Priority(low number) Target(AG1) and call2: Priority(high number) Target(AG2)
and A1 become ready and call2 is not distributed ahead of call1 then it looks like defect in product and may be Genesys tech supprt to be contacted.

Also may be set URS option default/verbose to 6, make A1 readyh and see what will eb in URS log - it should print not only list of waiting calls in order it will go trough but also why order in list is as it is. 

[cavagnaro]

Ahhh that URS part is interesting
Will do and see what is the output

[Janis]

Was that AG2 email submitted to URS? Maybe AG1 emails used all the limit of Ixn server for submission?

[cavagnaro]

Hummmmm
Interesting idea, yeah need to validate that.
Thanks!